Escalation Matrix
Level 1      
Problem Category Contact Person Email Phone no
Wired and Wireless Network Binod,Shyam,Kaushlendra helpdesk@iiitd.ac.in 01126907576
Laptop,Desktop,H/w Related issues Binod,Shyam,Kaushlendra helpdesk@iiitd.ac.in 01126907576
All Labs Binod,Shyam,Kaushlendra helpdesk@iiitd.ac.in 01126907576
IP Phone,IPBX Binod ,Shyam,Kaushlendra helpdesk@iiitd.ac.in 01126907576
       
     
     
Level 2(Servers,Firewall,Storage,Network,Phone)
Adarsh,Bhawani,Yogesh,Rahul

adarsh@iiitd.ac.in,

bhawani@iiitd.ac.in,

yogesh@iiitd.ac.in

rahulv@iiitd.ac.in

01126907576
Level 3(Servers,Firewall,Storage,Network,Phone) Abhinay Saxena Abhinay@iiitd.ac.in 01126907574
Level 4(Servers,Firewall,Storage,Network,Phone) Dr. Sambuddho Chakravarty sambuddho@iiitd.ac.in 01126907478

      SLA: Response time for each incident is within 4 hours. Resolution time is within 24 hrs. If unresolved, the incident shall escalate
sequentially through Escalation Levels 2, 3, and 4, with a maximum of 1 day at each level